Director, CRM and Project Management

Current Intermedians Future Intermedians

Description

Our teams are comprised of extraordinary individuals who work together, support each other and take ownership of results. We succeed because we align our goals with each other, our partners, our customers and even our customer's customers.

About Intermedia

Are you seeking an impactful role in an innovative company that is growing in a rapidly expanding market category?  Intermedia can offer just the challenge you are looking for.  We are a 900+ employee strong Unified Communications as a Service (UCaaS) and business cloud company that serves over a million customers with communication and data applications.  We serve the SMB marketplace with full featured products that are backed by a 99.999% uptime service level agreement and J.D. Power certified technical support. 

Intermedia is a channel-first company.  6,500 active partners across the US rely on us for greater reliability and productivity to grow their businesses.  As we help our extensive partner network to reap success, Intermedia’s business grows, too.  That’s the opportunity Intermedia presents today. We’re taking on the world’s biggest tech companies in a battle for the multi-billion-dollar business communication and productivity industry. 

Are you ready to make your mark?

About the Role:

We are seeking a dynamic leader to join our fast paced, extremely customer centric group and to serve as the lead strategist of our systems, tools and projects. If you have a combination of deep CRM knowledge, project management expertise and excellent problem solving skills, then this is the role for you. You will partner closely with our Onboarding, Billing, Call Center, Technical Support, Training and Strategic Customer Service Management groups to bring constant and continuous improvements. You will also craft innovative, data-driven, customer-centric strategy with deep knowledge of variety of Client Services functions and will be responsible for analytic functions such as work force management, support tools and services and will be required to roll up their sleeves and find deep rooted problems.

What you will be responsible for:

You will leverage your consultative and analytic expertise to provide direction for an end-to-end analytics development process – from implementation and data-gathering, through to the coordination and harmonization of insights in order to continually optimize a best-in-class Client Services Organization. The successful candidate will have project managed CRM implementation like SalesForce , ZenDesk or Oracle Cloud Services. This highly visible, hands-on role is responsible for managing and harmonizing multiple analytics work streams across multiple teams. The ideal candidate will have not only hands-on experience analyzing large-scale data sets, but also, demonstrated experience in translating data analysis into strategies that have transformed Client Services and ultimately business outcomes that increases overall customer satisfaction.

  • Manage Customer Quality, Workforce Management and Client Services tools and system teams
  • Project manage current and new CRM and other tools & systems implementation and enhancement
  • Project manage new call center implementation and future projects
  • Collect, summarize, analyze data and to provide reports for functional heads to utilize in decision making and measuring results
  • Create and generate relevant reports and analysis for various layers of our organization
  • Gain expertise and insight to have big picture of the organization from data and number perspective
  • Consult with each functional stakeholders to identify short term and long term problems & challenges
  • Use CRM platform to spot daily, weekly, monthly on going issues
  • Establish priorities, develop practical roadmaps of improvement, create projects and follow them to successful closure
  • Work cross functionally with major stakeholders like IT, Engineering and Product Marketing to drive project closures
  • Make strategic recommendations for new tools and technology to senior management
  • Create queries to provide ad hoc reports, analysis, and datasets based on business needs
  • Clearly define analytic project deliverables, timelines, and dependencies across multiple, cross functional partners
  • Define new projects with clear goals and timelines

What you bring to the role:

  • Bachelor's Degree with strong background in Data Science, Engineering, and Analytics; MBA preferred
  • Minimum 5 years’ of management experience including the management of data analysts project managers and cross functional teams
  • Minimum 5 years’ analytic experience with high touch CRM implementation like Oracle RightNow/Sales force
  • Minimum 5 years’ proven experience in project management;  PMP certification a big plus
  • Expert level ability to use Microsoft Excel with programming skills
  • Knowledge of building dashboards, scorecards, and key performance indicators (KPIs) – A MUST
  • Advance proficiency in project management tools and programs – A MUST
  • Must have at least 3 years’ experience in customer support environment
  • Excellent ability to spot and articulate deep routed issues using data analysis
  • Proven track record of leveraging analytics and large amounts of data to drive significant business impact
  • Experience designing, building and implementing various types for reporting
  • Solid understanding of the principles of data management and business process workflow
  • Excellent ability to work with unstructured data to create models and provide analysis
  • Some international travel required

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